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- Service_recovery_paradox abstract "The service recovery paradox (SRP) is a situation in which a customer thinks more highly of a company after the company has corrected a problem with their service, compared to how he or she would regard the company if non-faulty service had been provided. The main reason behind this thinking is that successful recovery of a faulty service leads to increased assurance and confidence among customers. Understanding SRP has been an important goal for both researchers and managers, as service failure is one of the main determinants of customer switching behavior and successful recovery from these failures is critical for customer retention. Recovery is especially important for service providers for whom ensuring an error-free service is impossible. However, this view of service recovery is not shared by all. SRP contradicts the view that quality service is required to survive and succeed in the competitive environment.For example, a customer is travelling with Airline A. His/her flight gets cancelled, and when the customer calls Airline A, they place him on another available flight of his choice on the same day. However, if the customer had chosen Airline B, he/she would have travelled on his original planned flight without any cancellations or delays. According to the Service Recovery Paradox, the service recovery by Airline A would lead the customer to think highly of the company and be more loyal to Airline A, compared to his/her thoughts if he/she used Airline B which operated without any service failure.".
- Service_recovery_paradox wikiPageID "18167156".
- Service_recovery_paradox wikiPageLength "9097".
- Service_recovery_paradox wikiPageOutDegree "10".
- Service_recovery_paradox wikiPageRevisionID "689304876".
- Service_recovery_paradox wikiPageWikiLink Category:Business.
- Service_recovery_paradox wikiPageWikiLink Category:Management.
- Service_recovery_paradox wikiPageWikiLink Category:Paradoxes.
- Service_recovery_paradox wikiPageWikiLink Customer_retention.
- Service_recovery_paradox wikiPageWikiLink Customer_satisfaction.
- Service_recovery_paradox wikiPageWikiLink Meta-analysis.
- Service_recovery_paradox wikiPageWikiLink Service_recovery.
- Service_recovery_paradox wikiPageWikiLink Value_(marketing).
- Service_recovery_paradox wikiPageWikiLink Category:Service.
- Service_recovery_paradox wikiPageWikiLinkText "service recovery paradox".
- Service_recovery_paradox wikiPageUsesTemplate Template:Business-stub.
- Service_recovery_paradox wikiPageUsesTemplate Template:Economic_paradoxes.
- Service_recovery_paradox wikiPageUsesTemplate Template:Management-stub.
- Service_recovery_paradox wikiPageUsesTemplate Template:Reflist.
- Service_recovery_paradox subject Category:Business.
- Service_recovery_paradox subject Category:Management.
- Service_recovery_paradox subject Category:Paradoxes.
- Service_recovery_paradox subject Category:Service.
- Service_recovery_paradox hypernym Situation.
- Service_recovery_paradox type ProgrammingLanguage.
- Service_recovery_paradox type Concept.
- Service_recovery_paradox comment "The service recovery paradox (SRP) is a situation in which a customer thinks more highly of a company after the company has corrected a problem with their service, compared to how he or she would regard the company if non-faulty service had been provided. The main reason behind this thinking is that successful recovery of a faulty service leads to increased assurance and confidence among customers.".
- Service_recovery_paradox label "Service recovery paradox".
- Service_recovery_paradox sameAs Q7455791.
- Service_recovery_paradox sameAs פרדוקס_שיקום_השירות.
- Service_recovery_paradox sameAs m.04cwm8j.
- Service_recovery_paradox sameAs Q7455791.
- Service_recovery_paradox wasDerivedFrom Service_recovery_paradox?oldid=689304876.
- Service_recovery_paradox isPrimaryTopicOf Service_recovery_paradox.